Last updated: 22 August 2026
At GLOWIVA, we want you to be happy with your purchase. If you are not completely satisfied with your order, you may be able to return it in accordance with this policy and your statutory rights under applicable UK consumer law.
1. Return Eligibility
To be eligible for a return, items should generally:
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Be returned within the applicable return period.
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Be unused and in their original condition.
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Be returned with their original packaging and tags, where applicable.
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Not show signs of wear, damage, or alteration.
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Include proof of purchase or your order details.
Items that do not meet these conditions may not be eligible for a voluntary change-of-mind return. This does not affect your statutory rights if the product is faulty, damaged, or not as described.
2. Return Timeframe
For change-of-mind returns, we accept eligible returns within 14 days of receiving your order.
To start a return, please contact us within this period with your order number and the reason for your return. We will provide instructions for returning the item.
Your statutory cancellation rights may provide a longer period in certain circumstances. Nothing in this policy is intended to limit those rights.
3. Refund Process and Timing
Once we receive and inspect your returned item, we will confirm whether it qualifies for a refund.
Approved refunds will normally be issued to the original payment method.
We aim to process approved refunds promptly. Once processed, the time it takes for the funds to appear in your account may depend on your bank or payment provider.
Where you exercise a statutory cancellation right, refunds will be handled in accordance with applicable UK consumer law.
4. Exchanges
We may offer exchanges for eligible items, subject to product availability.
If you would like to exchange an item, please contact us with your order details before sending it back. If the requested replacement is unavailable, we may offer a refund instead.
For hygiene and safety reasons, certain items may not be eligible for exchange once opened or used.
5. Damaged, Defective, or Incorrect Products
If your item arrives damaged, defective, or different from what you ordered, please contact us as soon as possible.
Please provide:
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Your order number.
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A description of the problem.
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Clear photographs of the product and packaging, where appropriate.
We will assess the issue and, where applicable, arrange a suitable remedy such as a replacement, repair, or refund in accordance with your statutory rights.
You will not be required to pay return costs for items that are faulty, damaged on arrival, or incorrectly supplied where we are responsible for the issue.
6. Non-Returnable Items
Certain items may not be eligible for a change-of-mind return where permitted by law, including:
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Items that have been worn, used, damaged, or altered.
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Items returned without their original packaging where the packaging is necessary to protect the product.
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Personalised or customised items, unless they are faulty or otherwise covered by your statutory rights.
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Items that cannot reasonably be resold for hygiene reasons once opened or used, where applicable.
This list does not restrict any statutory rights you may have.
7. Return Shipping Costs
For change-of-mind returns, the customer is generally responsible for the cost of returning the item unless we state otherwise.
If the item is faulty, damaged, incorrectly supplied, or otherwise does not conform to the contract, GLOWIVA will cover reasonable return costs where required by applicable UK consumer law.
We recommend using a tracked delivery service when returning an item, as we cannot be responsible for a return that is lost before it reaches us.
8. How to Request a Return
To request a return, contact us at:
Address: 62 Bursland, Letchworth Garden City, SG6 4UP, United Kingdom
Phone: [Your Phone Number]
Email: support.glowiva@gmail.com
Please include your order number, name, and reason for the return.
We will provide the relevant return instructions and let you know what to do next.
9. Your Statutory Rights
Nothing in this policy affects or limits your rights under applicable UK consumer protection law. If a product is faulty, not as described, or does not meet the required standards, you may have additional legal rights and remedies.